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Frequently Asked Questions

About the Help Desk

VUnetID

Hardware

Software

 

About the Help Desk 

  Q: What services does the Help Desk offer?
A:

  • Network troubleshooting and configuration
  • Support for IT services
  • Basic hardware troubleshooting
  • Computer performance issues
  • Virus scan and malware detection
  • Email setup
  • Epassword assistance
  • Technical questions
  • Computer network connectivity questions
  • Account/login issues
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  Q: How can I contact the Help Desk
A:
(615) 343-HELP
(3-4397 from on-campus)
Live chat
(when agents are available)

Telephone Repairs (for campus telephones)
(42)1-1611

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Q: Where do I go to submit a ticket online?
A:

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Q: How do I contact my local IT Provider? 
A:

University faculty, staff and students – Affiliated with a college or school Link
University staff – Not affiliated with a college or school Link
VUMC faculty, staff and students / LAN  Managers / Security Administrators VUMC Help Desk
No local IT Support / Don't know IT Help Desk
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VUnetID (New Users)

Q: How do I claim my Vanderbilt Account? 
A: Go to the AccessVU page for new users > click on Claim Invitation

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Q: How do I claim my Vanderbilt Student Account? 
A: Go to the Access VU page for new users > click on Claim Student Account

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VUnetID (Existing Users)

Q: How do I change my ePassword?
A: Log into AccessVU Personal Options > click on Change ePassword, and follow the instructions

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Q: How do I change my ePassword recovery questions?
A: Log into AccessVU Personal Options > click on Manage ePassword Recovery Questions

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Q: How do I have my information published or removed from VUdirectory?
A: Log into AccessVU Personal Options > click on VUdirectory options, and follow the instructions
 

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Hardware 

Q: Should I call before bringing in my computer to the Help Desk?
A: Yes, you should call (615) 343-HELP to verify that you need to bring in your machine and to arrange a time during walk-in hours. A lot of issues can be resolved over the phone. Note: you cannot drop off your machine. You must wait with your computer.

Note: you cannot drop off your machine. You must wait with your computer.

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Q: What should I bring to the Help Desk when I walk in with my computer? 
Note:
you cannot drop off your machine. You must wait with your computer.
A:

  • CPU (the "box")
  • Power cord or adapter (especially important for laptops)
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Q: What should I not bring with me when I  walk in with my computer
Note:
you cannot drop off your machine. You must wait with your computer.
A: Do not bring monitors, keyboards, or mice. The Help Desk already has these.

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Q: Should I bring my docking station?
A: No, do not bring docking stations unless you are having problems with the docking station or when the computer is in the docking station.

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Q: Can the Help Desk take apart my computer? Can they replace faulty hardware?
A: The Help Desk cannot repair hardware, such as: faulty or malfunctioning motherboards, graphics cards, CD/DVD drives, add-on cards, etc. However, they can help troubleshoot hardware issues so that you can then take your computer to a local vendor to have your machine repaired or complete a repair yourself.

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Q: What do I do if I'm having problems with internet connectivity?
A: Call the Help Desk and have your MAC address ready.

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Q: I'm having trouble with my phone line. Who do I call to have that repaired?
A: Call (42)1-1611 if you are having troubles with your phone line.

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Q: Who do I contact if I have problems with eProcurement orders, or I want to check on the status of work orders?
A: Call the Customer Service Representatives at (42)1-1611
 

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Software 

Q: What Antivirus clients are available? 
A: Check out the Antivirus Downloads page for a list of available antivirus clients.

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Q: How do I configure my email account on my desktop computer or mobile phone? 
A:
Check out the Vmail Configurations page

Email Clients

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Last Modified: 2014-04-04

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(615) 343-9999
(3-9999 from on-campus)

Help Desk Hours

  • Academic Year Schedule
  •  
  • Phone & Walk-in Assistance 
    (Room 141, Hill Center)
  • 8am - midnight (Mon - Thurs)
  • 8am - 5pm (Fri)
  • 7pm - midnight (Sun)
  •  
  • Exam, Summer, and Break Schedule
  •  
  • Phone & Walk-in Assistance 
    (Room 141, Hill Center)
  • 8am - 5pm (Mon - Fri)
  • Directions to Hill Center

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